Asif Akram Shaik

Client: GOOGLE (Trust & Safety)

I was a Google Trust and Safety Associate from May 2019 to December 2022. I then transitioned to the role of Specialist within the same process from December 2022 to May 2023. Since May 2023, I have been working as an SME/Acting TL.

Roles and Responsibilities as Process Associate(May 2019 to Dec 2022):

• Investigate and resolve issues regarding content that is reported for account support and/or safety; fag for action, and resolve within agreed-upon turnaround times and standards of quality
• Respond to user inquiries with high quality, speed, empathy, and accuracy
• Understand and remain up-to-date with client policies and guidelines; resolve
inquiries according to defined policies and procedures
• Fulfill base productivity and quality requirements Maintaining Updates & Documentation and Monitoring workflow:
• Escalating questions/issues from the team regarding the process and cascading
updates to the team
• Resolved problems, improved operations, and provided exceptional service
• Providing specific & timely feedback to policies on errors & trends.

Roles & Responsibilities as Specialist (Dec 2022 to May 2023):

• Responsible for team and project management in association with listing verification.
• Responsible for maintaining quality to create documentations,test plans and involved in multi tasking in delivering and processing data of the client.
• Responsible for creating/reporting and fixing bugs on a priority basis.
• Leading and involved in process enhancements to ensure the quality of data.

Roles & Responsibilities as SME / Acting TL (May 2023 to present):

• I have been working as an Acting Team Leader / Subject Matter Expert for the Google Project at Accenture.

• My responsibilities include expertise in process, quality, and training.

• As an SME, I support the team and conduct daily audits of agent performance to ensure quality standards are met.

• I have been managing 25 agents as an Acting TL and 30 agents as an SME from September 2023 to February 2024.

• My role involves planning and meeting monthly KRA targets.

• Additionally, I handle Shrinkage, Attrition, Login Hours, Production, Weekly & Monthly Scorecards, and Quality tracking.

• I also train new team members and have successfully handled over 12 new batches within a short period.

• I guide team development efforts to ensure successful project delivery.